“One lady – she was in Room One. She had lived in Bermuda. She used to live on the beach and smoke cigarettes, and had really tanned skin. She was a really big alcoholic and she pushed everyone out of her life. She would find a way to keep you in the room. It could be quite exhausting. You had to be fair and say … there are other people … I called her son and said I think she is going to die in a few days [and he said he wasn’t coming]. She said ‘I don’t think he is going to come’ and we had this moment of sadness. And then she could barely speak. And then her son did decide to come. I went in to see what she wanted. She mouthed the word ‘lipstick‘. And it was such a human thing …”